Examples with OTRSArticle org.otrs.ticketconnector.OTRSArticle used on opensource projects

Example 1 with OTRSArticle

use of org.otrs.ticketconnector.OTRSArticle in project opennms by OpenNMS.

the class Otrs31TicketerPlugin method create.

private void create(Ticket newTicket) throws Otrs31PluginException {
    final String summary = newTicket.getSummary().replaceAll("\\<.*?\\>", "");
    // TODO Check whether we should use the OpenNMS ticket for this
    // The original OTRS plugin checks this and sets if there is a user
    // in the OpenNMS ticket. Suspect this may just cause pain as the
    // OpenNMS user is unlikely to be a valid OTRS customer user.
    final OTRSTicketCreateTicket otrsTicket = new OTRSTicketCreateTicket();
    otrsTicket.setCustomerUser(m_configDao.getDefaultUser());
    otrsTicket.setTitle(summary);
    otrsTicket.setQueue(m_configDao.getQueue());
    otrsTicket.setStateID(openNMSToOTRSState(newTicket.getState()));
    otrsTicket.setPriority(m_configDao.getPriority());
    otrsTicket.setType(m_configDao.getType());
    OTRSArticle otrsArticle = new OTRSArticle();
    // TODO Figure out why we can't set ArticleFrom without an error from OTRS
    // otrsArticle.setFrom(m_configDao.getArticleFrom());
    otrsArticle.setSubject(summary);
    otrsArticle.setBody(newTicket.getDetails());
    otrsArticle.setArticleType(m_configDao.getArticleType());
    otrsArticle.setSenderType(m_configDao.getArticleSenderType());
    otrsArticle.setContentType(m_configDao.getArticleContentType());
    otrsArticle.setHistoryType(m_configDao.getArticleHistoryType());
    otrsArticle.setHistoryComment(m_configDao.getArticleHistoryComment());
    TicketCreate createRequest = new TicketCreate();
    createRequest.setUserLogin(m_configDao.getUserName());
    createRequest.setPassword(m_configDao.getPassword());
    createRequest.setTicket(otrsTicket);
    createRequest.setArticle(otrsArticle);
    TicketCreateResponse response = m_ticketConnector.ticketCreate(createRequest);
    if (response.getError() != null) {
        throw new Otrs31PluginException(response.getError());
    }
    LOG.debug("Created new ticket with ID {}", response.getTicketID().toString());
    newTicket.setId(response.getTicketID().toString());
}

Example 2 with OTRSArticle

use of org.otrs.ticketconnector.OTRSArticle in project opennms by OpenNMS.

the class Otrs31TicketerPlugin method update.

private void update(Ticket ticketToUpdate) throws PluginException {
    Ticket currentTicket = get(ticketToUpdate.getId());
    LOG.debug("updating existing ticket : {}", currentTicket.getId());
    if (currentTicket.getState() != ticketToUpdate.getState()) {
        OTRSTicketUpdateTicket ticketUpdate = new OTRSTicketUpdateTicket();
        ticketUpdate.setStateID(openNMSToOTRSState(ticketToUpdate.getState()));
        OTRSArticle articleUpdate = new OTRSArticle();
        // TODO Figure out why we can't set ArticleFrom without an error from OTRS
        // otrsArticle.setFrom(m_configDao.getArticleFrom());
        articleUpdate.setSubject(m_configDao.getArticleUpdateSubject());
        // All OTRS article fields from defaults
        articleUpdate.setArticleType(m_configDao.getArticleType());
        articleUpdate.setSenderType(m_configDao.getArticleSenderType());
        articleUpdate.setContentType(m_configDao.getArticleContentType());
        articleUpdate.setHistoryType(m_configDao.getArticleHistoryType());
        articleUpdate.setHistoryComment(m_configDao.getArticleHistoryComment());
        switch(ticketToUpdate.getState()) {
            case OPEN:
                // ticket is new
                articleUpdate.setBody(m_configDao.getTicketOpenedMessage());
                break;
            case CANCELLED:
                // not sure how often we see this
                articleUpdate.setBody(m_configDao.getTicketCancelledMessage());
                break;
            case CLOSED:
                // closed successful
                articleUpdate.setBody(m_configDao.getTicketClosedMessage());
                break;
            default:
                LOG.debug("No valid OpenNMS state on ticket");
                articleUpdate.setBody(m_configDao.getTicketUpdatedMessage());
        }
        TicketUpdate update = new TicketUpdate();
        update.setUserLogin(m_configDao.getUserName());
        update.setPassword(m_configDao.getPassword());
        update.setTicketID(new BigInteger(currentTicket.getId()));
        update.setTicket(ticketUpdate);
        update.setArticle(articleUpdate);
        m_ticketConnector.ticketUpdate(update);
    } else {
    // There is no else at the moment
    // Tickets are _only_ updated with new state
    }
}